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The document details a conversation between a user and an ELL Chatbot named Aria, where the user seeks assistance with accessing content on the Pearson English Portal. After troubleshooting steps fail, the user is connected to a support agent named Elpidio, who informs them that their issue has been previously reported and is being handled under a different case number. Elpidio closes the new case to avoid confusion and offers to send updates via email.

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2 views

ConversationTranscript

The document details a conversation between a user and an ELL Chatbot named Aria, where the user seeks assistance with accessing content on the Pearson English Portal. After troubleshooting steps fail, the user is connected to a support agent named Elpidio, who informs them that their issue has been previously reported and is being handled under a different case number. Elpidio closes the new case to avoid confusion and offers to send updates via email.

Uploaded by

uSpeak Training Center
Copyright
© © All Rights Reserved
Available Formats
Download as PDF, TXT or read online on Scribd
You are on page 1/ 4

02/05/2025 11:23 PM GMT

Automated Process ELL Chatbot ➕

ELL Chatbot Welcome! You can call me Aria, which platform can I help

you with today?

PEP | Pearson English Portal

Reader+ (eBooks)

MEL | MyEnglishLab

PEC | Pearson English Connect

Test Hub

EBYL | English Benchmark YL

Versant (SK3)

Other Platforms

You PEP | Pearson English Portal

ELL Chatbot Please select an appropriate category

Registration, Login & Password

Access Codes

Account Information

Content

Assignments (Homework)

Class

Back to Platform

You Content

ELL Chatbot Please select from the following options:

My answers are not accepted

I cannot open activity/the content has errors


Select another topic

You I cannot open activity/the content has errors

ELL Chatbot If you cannot open an activity or notice an error, please

try the following steps:

ELL Chatbot 1. Clear cookies and cached site data of your browser.

Remember to uncheck the boxes which are important to

you, not to remove other saved passwords or websites.

2. Close the browser.

3. Open a new window and then log in again.

ELL Chatbot You can also try using your browser's incognito mode (

private mode).

ELL Chatbot How to clear cookies & cache: https://bit.ly/4hc3oU8

ELL Chatbot Does that solve the issue?

Yes

No

You No

ELL Chatbot I apologize for the confusion! Please select one of the

options below to resolve your issue:

Get in touch with our support staff

Go back to main menu

End Chat

You Get in touch with our support staff

02/05/2025 11:24 PM GMT


ELL Chatbot Please, give me a moment to check if we can connect you

with an agent who will assist you.

Automated Process ELL Chatbot ➖

Automated Process Elpidio G ➕

Automated Process Hi Alejandro Juarez, my name is Elpidio. Please give me a

moment to review your issue.

You Hi Elpidio, sorry I got kicked out

02/05/2025 11:25 PM GMT

Elpidio G I see.

You one sec

02/05/2025 11:26 PM GMT

Elpidio G Can you please provide the screenshot of the error

message and steps how to get to the page?

You there's no error message

You they just can't open the test

You they click and nothing happens

02/05/2025 11:28 PM GMT

You I think all the tests that we assigned are due now

You so I'm going to assign a new one for another student

02/05/2025 11:29 PM GMT

Elpidio G It looks like you've already reported the same issue to a

previous representative under case number 51587910.


However, the chat was disconnected due to inactivity. It

looks like the previous representative is still working on

your case. Please be advised that an email will be sent to

you requesting additional assistance.

Elpidio G Since you have created another case for the same issue, I

need to close this case number 51626400 because it

overlaps with a previous case you created. We are closing

this new case to prevent confusion that can occur when

multiple cases for the same issue remain open.

Any further updates will be sent to you by email. Please

refer to the original case number: 51587910.

Elpidio G Is there anything else I can do to help you today?

02/05/2025 11:32 PM GMT

You can I get a transcript of this?

You interaction?

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